Common use of Production Support Service Level Guidelines Clause in Contracts

Production Support Service Level Guidelines. Crafter will use commercially reasonable efforts to provide Support in accordance with the guidelines shown in the table below. Crafter’s Standard Business Hours will be identified on an Order Form. Crafter Enterprise Gold Support Crafter Enterprise Platinum Support Hours of Coverage Standard Business Hours 7x24 for Severity 1 issues; Standard Business Hours for all other issues Support Channel Web Web Number of Cases Unlimited Unlimited Technical Support Contacts 2 3 Initial Response Guidelines Severity 1: A Severity One Production Issue means the (i) production system is severely impacted or completely shut down, or (ii) system operations or mission-critical applications are down. A Severity One Development Issue means (iii) an application is in final testing, facing a critical time frame of going into production use and is severely impacted or (iv) entire development efforts are blocked. Severity 1 issues must be reported by telephone and Company must have technical contacts available for the duration of the Severity 1 issue. If neither of these is the case, Crafter reserves the right to designate the issue as Severity 2. 2 Business Hours 2 Hours Severity 2: A Severity Two Production Issue means (i) the production system is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two Development Issue means (iv) there is a time sensitive question impacting performance or deliverables, or (v) a major subsystem under development is blocked. Crafter assigns a specialist to address the issue, and provides additional, escalated procedures as reasonably determined necessary by Crafter. 4 Business Hours 2 Business Hours Severity 3: A Severity Three Production Issue means there (i) are issues in fully operational production systems, (ii) is a need to clarify procedures or information in documentation, or (iii) is a request for a product enhancement. A Severity Three Development Issue means (iv) there are errors in system development that may impact performance deliverables, (v) a need to clarify procedures or information in documentation, or (vi) a request for product enhancement. 1 Business Day 6 Business Hours

Production Support Service Level Guidelines. Crafter Alfresco will use commercially reasonable efforts to provide Support in accordance with the guidelines shown in the table below. CrafterAlfresco’s Standard Business Hours will be identified are located at xxxx://xxx.xxxxxxxx.xxx/services/subscription/technical-support/hours/. Standard Business Hours are determined by the location of the Primary Support Center designated on an the Order Form. Crafter Alfresco Standard Alfresco Enterprise Gold Support Crafter Enterprise Platinum Support Hours of Coverage Standard Business Hours 7x24 for Severity 1 issues; Standard Business Hours for all other issues Support Channel Web and Phone Web and Phone Number of Cases Unlimited Unlimited Access to Downloads Alfresco Support Portal Alfresco Support Portal Technical Support Contacts 2 3 Scope of Support Alfresco Index Server (if purchased on Order Form)  Alfresco XAM Support (if purchased on Order Form)  High Availability (Clustering)  Initial Response Guidelines Severity 1: A Severity One Production Issue means the (i) production system is severely impacted or completely shut down, or (ii) system operations or mission-critical applications are down. A Severity One Development Issue means (iii) an application is in final testing, facing a critical time frame of going into production use and is severely impacted or (iv) entire development efforts are blocked. Severity 1 issues must be reported by telephone and Company must have technical contacts available for the duration of the Severity 1 issue. If neither of these is the case, Crafter Xxxxxxxx reserves the right to designate the issue as Severity 2. 2 Business Hours 2 Hours Severity 2: A Severity Two Production Issue means (i) the production system is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two Development Issue means (iv) there is a time sensitive question impacting performance or deliverables, or (v) a major subsystem under development is blocked. Crafter Alfresco assigns a specialist to address the issue, and provides additional, escalated procedures as reasonably determined necessary by CrafterAlfresco. 4 Business Hours 2 Business Hours Severity 3: A Severity Three Production Issue means there (i) are issues in fully operational production systems, (ii) is a need to clarify procedures or information in documentation, or (iii) is a request for a product enhancement. A Severity Three Development Issue means (iv) there are errors in system development that may impact performance deliverables, (v) a need to clarify procedures or information in documentation, or (vi) a request for product enhancement. 1 Business Day 6 Business Hours

Production Support Service Level Guidelines. Crafter Alfresco will use commercially reasonable efforts to provide Support in accordance with the guidelines shown in the table below. CrafterAlfresco’s Standard Business Hours will be identified are located at xxxx://xxx.xxxxxxxx.xxx/services/subscription/technical-support/hours/. Standard Business Hours are determined by the location of the Primary Support Center designated on an the Order Form. Crafter Alfresco Standard Alfresco Enterprise Gold Support Crafter Enterprise Platinum Support Hours of Coverage Standard Business Hours 7x24 for Severity 1 issues; Standard Business Hours for all other issues Support Channel Web and Phone Web and Phone Number of Cases Unlimited Unlimited Access to Downloads Alfresco Support Portal Alfresco Support Portal Technical Support Contacts 2 3 Scope of Support Alfresco Index Server (if purchased on Order Form) ✓ Alfresco XAM Support (if purchased on Order Form) ✓ High Availability (Clustering) ✓ Initial Response Guidelines Severity 1: A Severity One Production Issue means the (i) production system is severely impacted or completely shut down, or (ii) system operations or mission-critical applications are down. A Severity One Development Issue means (iii) an application is in final testing, facing a critical time frame of going into production use and is severely impacted or (iv) entire development efforts are blocked. Severity 1 issues must be reported by telephone and Company must have technical contacts available for the duration of the Severity 1 issue. If neither of these is the case, Crafter Xxxxxxxx reserves the right to designate the issue as Severity 2. 2 Business Hours 2 Hours Severity 2: A Severity Two Production Issue means (i) the production system is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two Development Issue means (iv) there is a time sensitive question impacting performance or deliverables, or (v) a major subsystem under development is blocked. Crafter Xxxxxxxx assigns a specialist to address the issue, and provides additional, escalated procedures as reasonably determined necessary by CrafterXxxxxxxx. 4 Business Hours 2 Business Hours Severity 3: A Severity Three Production Issue means there (i) are issues in fully operational production systems, (ii) is a need to clarify procedures or information in documentation, or (iii) is a request for a product enhancement. A Severity Three Development Issue means (iv) there are errors in system development that may impact performance deliverables, (v) a need to clarify procedures or information in documentation, or (vi) a request for product enhancement. 1 Business Day 6 Business Hours

Production Support Service Level Guidelines. Crafter will use commercially reasonable efforts to provide Support in accordance with the guidelines shown in the table below. Crafter’s Standard Business Hours will be identified on an Order Form. Crafter Enterprise Gold Support Single CPU Crafter Enterprise Platinum Support Multiple CPU Hours of Coverage Standard Business Hours 7x24 for Severity 1 issues; Standard Business Hours for all other issues Support Channel Web Web and Phone Number of Cases Unlimited Unlimited Technical Support Contacts 2 3 Initial Response Guidelines Severity 1: A Severity One Production Issue means the (i) production system is severely impacted or completely shut down, or (ii) system operations or mission-critical applications are down. A Severity One Development Issue means (iii) an application is in final testing, facing a critical time frame of going into production use and is severely impacted or (iv) entire development efforts are blocked. Severity 1 issues must be reported by telephone and Company must have technical contacts available for the duration of the Severity 1 issue. If neither of these is the case, Crafter reserves the right to designate the issue as Severity 2. 2 Business Hours 2 Hours Severity 2: A Severity Two Production Issue means (i) the production system is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two Development Issue means (iv) there is a time sensitive question impacting performance or deliverables, or (v) a major subsystem under development is blocked. Crafter assigns a specialist to address the issue, and provides additional, escalated procedures as reasonably determined necessary by Crafter. 4 Business Hours 2 Business Hours Severity 3: A Severity Three Production Issue means there (i) are issues in fully operational production systems, (ii) is a need to clarify procedures or information in documentation, or (iii) is a request for a product enhancement. A Severity Three Development Issue means (iv) there are errors in system development that may impact performance deliverables, (v) a need to clarify procedures or information in documentation, or (vi) a request for product enhancement. 1 Business Day 6 Business Hours